Client Success Strategist

2 weeks ago

Austin, Texas, United States data Full time

The team is seeking a strategic and results-oriented Customer Success Manager (CSM) to foster, retain, and empower our clientele. The CSM will be accountable for the entire post-sales journey of a designated portfolio of clients. In this role, you will serve as the primary advocate for each client, guiding them toward achieving success. You will interact with a diverse array of customer personas. The ideal candidate will be equally passionate about customer satisfaction and delivering an outstanding experience for every client. Your contributions will be vital in helping the organization fulfill its mission.

This position reports to the Senior Manager, Customer Success, and collaborates closely with colleagues across sales, implementation, product, support, and other departments.

Key Responsibilities:

  • Establish a trusted advisory relationship with each assigned client, driving ongoing value and adoption of our products and services to ensure retention.
  • Collaborate with clients to set critical objectives or key performance indicators, assisting them in achieving their desired outcomes.
  • Maintain high levels of client engagement, including on-site meetings, with a focus on fostering client loyalty.
  • Facilitate workshops, business reviews, and proactively propose solutions to common client challenges.
  • Guide clients to become product experts and train their teams on best practices to enhance self-sufficiency.
  • Proactively identify and resolve any issues that may impact client satisfaction or retention.
  • Manage account escalations effectively.
  • Identify, report, forecast, and mitigate client risk.
  • Develop, prepare, and nurture clients for advocacy; drive client references and case studies.
  • Continuously identify and cultivate new applications for our offerings that drive adoption and align with clients' business needs and strategic goals.
  • Work to identify and/or develop upsell opportunities in collaboration with the Account Executive.
  • Advocate for client needs and escalate issues across departments.
  • Create Customer Success resources and methodologies, collaborating with Product Marketing to develop or refine existing adoption materials.

Qualifications:

  • 3-5 years of experience in Customer Success or a related field with a proven track record of enhancing customer satisfaction, adoption, and retention.
  • Experience in data or governance-related sectors is advantageous.
  • Familiarity with enterprise-level, Fortune 100 clients.
  • Proven ability to communicate complex technology-related business issues to audiences with varying levels of technical expertise.
  • Strong leadership skills and the ability to command a room during meetings.
  • Exemplary diplomacy, tact, and composure under pressure when addressing client issues.
  • Innovative thinker with a creative approach to problem-solving.
  • Self-motivated, proactive team player with fresh ideas to inspire client loyalty and adoption.
  • Ability to thrive in a multitasking environment and adjust priorities as needed.
  • Exceptional verbal, written, presentation, and interpersonal communication skills.
  • Detail-oriented and analytical mindset.
  • Willingness to travel occasionally, up to 20%.
  • Bachelor's degree; technical degree or relevant experience is a plus.

Benefits:

  • Competitive salary with a generous bonus structure.
  • Comprehensive health, vision, and dental insurance coverage for your entire family.
  • Company-sponsored life insurance, short and long-term disability insurance, and legal coverage.
  • Flexible remote work environment with open PTO policy.
  • Charitable donation matching and opportunities for community involvement.
  • Quarterly events at headquarters - all employees are welcome.
  • A supportive group of intelligent colleagues, including a close-knit team of experienced professionals with integrity, passion, and a good sense of humor.
  • Your own unique character representation.

If you possess the exceptional combination of skills and qualities we are seeking, we look forward to meeting you.

Note: We encourage individuals from underrepresented groups to apply. The company is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We are the world's largest collaborative data community, and we firmly believe that our workforce should reflect the diverse nature of the community we serve and the clientele we engage. We believe that diversity fosters the most creative discussions, ideas, and outcomes.

Drug-Free Workplace

The company is committed to providing a safe, healthy, and productive work environment. In line with this commitment, it is the intent of the organization to maintain a drug-free workplace.

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